Computer Systems Troubleshooting
Test Preparation
Course Introduction
Computer Systems Troubleshooting is a course designed to equip students with the practical skills and technical knowledge necessary to diagnose, analyze, and resolve common hardware and software issues in computer systems. Emphasizing a hands-on approach, the course covers topics such as identifying system failures, performing systematic troubleshooting procedures, understanding error messages, and utilizing diagnostic tools. Students learn to address problems related to operating systems, peripheral devices, networking components, and software applications while gaining experience in documenting solutions, applying preventive maintenance techniques, and following industry-standard safety protocols.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
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Chapter 1: First Look at Computer Parts and Tools
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Q1) What statement about an FRU is true?
A) they are not necessary for the computer's operation
B) all types can be easily disposed of in any trash can
C) it's easily repaired by a support technician
D) a support technician should know how to replace one
Answer: D
Q2) An Ethernet port has a connector called an RJ-45 to connect to a network cable.
A)True
B)False
Answer: True
Q3) What audio port connects to an external home theater audio system, providing digital audio output?
A) S/PDIF
B) FireWire
C) Thunderbolt
D) eSATA
Answer: A
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Chapter 2: Working Inside Desktops and Laptops
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Q1) What caution should be taken when working on a laptop or device that may be under a warranty?
Answer: The warranty often applies to all components in the system, but it can be voided if someone other than an authorized service center services the laptop. Therefore, you, as a service technician, must be very careful not to void a warranty that the customer has purchased. Warranties can be voided by opening the case, removing part labels, installing other-vendor parts, upgrading the OS, or disassembling the system unless directly instructed to do so by the authorized service center help desk personnel. Before you begin servicing a laptop, to avoid problems with a warranty, always ask the customer, "Is the laptop under warranty?" If the laptop is under warranty, look at the documentation to find out how to get technical support. Options are chat sessions on the web, phone numbers, and email. Use the most appropriate option. Before you contact technical support, have the laptop model and serial number ready. You'll also need the name, phone number, and address of the person or company that made the purchase. Consider asking the customer for a copy of the receipt and warranty so that you'll have the information you need to talk with support personnel.
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Chapter 3: All About Motherboards
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Q1) Motherboards contain only a single bus for I/O, video, and data.
A)True
B)False
Answer: False
Q2) What is the purpose of the chipset on a motherboard?
Answer: A chipset is a set of chips on the motherboard that works closely with the processor to collectively control the memory, buses on the motherboard, and some peripherals. The chipset must be compatible with the processor it serves.
Q3) What should you do if you want to be able locate your laptop in the event of loss or theft and give it a command through the Internet to lock it or delete data?
A) set a BIOS No Access password
B) subscribe to LoJack for Laptops
C) enable the GPS module in the BIOS
D) install a high-power WiFi card
Answer: B
Q4) Sandy Bridge processors house the memory controller and graphics controller.
A)True
B)False
Answer: True
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Chapter 4: Supporting Processors and Upgrading Memory
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Q1) What two technologies below are hybrid processors that can handle 32 bit and 64 bit operating systems natively?
A) Itanium
B) IA64
C) AMD64
D) EM64T
Q2) Multiple processors can be installed in a single processor housing.
A)True
B)False
Q3) Discuss how the processor frequency and the Front Side Bus frequency are related.
Q4) A processor housing that contains more than one processor is referred to as what term?
A) multithreaded processor
B) multicore processor
C) multiprocessing processor
D) multihoused processor
Q5) Describe the step of processor installation that involves the application of thermal compound.
Q6) List and describe the components found in a Pentium processor.
Page 6
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Chapter 5: Supporting the Power System and Troubleshooting Computers
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Q1) List two symptoms of a system that might be overheating.
Q2) What is a typical sign that a capacitor is bad or has failed?
A) The capacitors are discolored.
B) The capacitors are at a slight angle to the motherboard.
C) The capacitors have a crusty corrosion at the base of the capacitor.
D) The capacitors are warm to the touch
Q3) What component of a motherboard is not considered to be a field replaceable unit?
A) processor
B) RAM
C) CMOS battery
D) chipset
Q4) A missing standoff could create what potential problem?
A) a short on the motherboard
B) the computer boots, but can't connect to the network
C) data is deleted from the hard drive
D) you see lines on the video monitor
Q5) What are POST code beeps and how should you respond to them?
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Q6) List three possible symptoms of a problem with a computer's electrical system.
Q7) What are three things you can do to solve an overheating problem?
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Chapter 6: Supporting Hard Drives and Other Storage Devices
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Q1) a chip that contains grids of rows and columns with two transistors at each intersection that hold a zero or one bit
A) autodetection
B) fault tolerance
C) storage card
D) mirrored volume
E) NAND flash memory
F) WORM drive / cartridge
G) file system
H) spanning
I) striped volume
J) UDF
Q2) What two different file systems can be used on a Compact Disc (CD)?
A) EXT-FS
B) UFS
C) CDFS
D) UDF
Q3) What is the installation of a new file system on a device known as? Describe this process.
Q4) Describe the two different kinds of tapes accepted by tape drives.
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Chapter 7: Survey of Windows Features and Support Tools
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Q1) What command can be used to launch the System Information window?
A) msinfo32.exe
B) sysinfo.exe
C) info32.exe
D) msconfig.exe
Q2) What is the purpose of the UAC box?
Q3) What terms refer to directories that exist under the root directory?
A) subdirectories
B) child directories
C) folders
D) containers
Q4) What part of the Windows display shows information about open programs and provides quick access to others?
A) Aero Snap
B) taskbar
C) notification area
D) properties
Q5) The Windows desktop is itself a folder.
A)True
B)False
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Chapter 8: Installing Windows
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Q1) software that simulates the hardware of a physical computer
A) virtual machine
B) file system
C) Windows Easy Transfer
D) push automation
E) standard image
F) system BIOS
G) unattended installation
H) batch file
I) usmtutils
J) answer file
Q2) For some brand-name computers, the hard drive contains a partition that can be used to reinstall Windows. What is the name for this partition?
A) reinstall partition
B) recovery partition
C) restore partition
D) rebuild partition
Q3) What is a batch file?
Q4) Describe what you can do to install Windows 7 if your computer does not have a DVD drive.
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Chapter 9: Supporting I/O Devices
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Q1) What is a barcode reader and how are they typically connected to a computer?
Q2) Which type of video port provides a digital-only signal?
A) DVI-I
B) DVI-D
C) DVI-A
D) VGA
Q3) What is a basic principle that applies to both internal and external devices?
A) when connecting a faster device to a slower port, the port adapts to the speed of the device
B) if you have multiple devices to install, it's best to install them at the same time
C) for most installations, install the device first, then the device driver
D) some devices don't require a software component for them to work properly
Q4) What type of backlighting is also called fluorescent backlighting, and was first used in laptop monitors?
A) LED
B) liquid crystal display
C) plasma monitor
D) CCFL
Q5) What is MIDI?
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Chapter 10: Maintaining Windows
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Q1) an extra copy of a data or software file that you can use if the original file becomes damaged or destroyed
A) Dynamic volumes
B) Virtual memory
C) Defragmenting
D) Backup
E) Mounted drive
F) Chkdsk utility
G) Pagefile.sys
H) Basic disk
I) restore points
J) file system
Q2) List and briefly describe the three critical Windows settings that keep the system protected from malware and hackers.
Q3) Windows needs free space on the hard drive for normal operation, for defragmenting the drive, for burning CDs and DVDs, and for a variety of other tasks, so it's important to delete unneeded files occasionally.
A)True
B)False
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Chapter 11: Optimizing Windows
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Q1) a database designed with a treelike structure that contains configuration information for Windows, users, software applications, and installed hardware devices
A) Task Scheduler
B) Event Viewer
C) Windows ReadyBoost
D) Task Manager
E) Registry
F) kernel
G) shell
H) Computer Management
I) Service
J) HAL
Q2) Describe the Windows kernel, including its two main components.
Q3) What Task Manager tab shows running processes organized by Apps, Background processes, and Windows processes?
A) Applications
B) Services
C) Processes
D) Performance
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Chapter 12: Supporting Customers and Troubleshooting Windows
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Q1) What are some useful rules to use when troubleshooting? (Choose all that apply).
A) Establish your Priorities
B) Become a Researcher
C) Never Suspect the User
D) Make No Assumptions
Q2) The System Restore utility can be started from command line using what executable?
A) msconfig.exe
B) sfc.exe
C) services.msc
D) rstrui.exe
Q3) What are two valid steps in the six step troubleshooting method discussed in this chapter?
A) Boot to Safe Mode
B) Establish a Theory
C) Document outcomes
D) Reinstall Windows
Q4) Describe why memory errors are difficult to diagnose and some of the possible symptoms of a memory error.
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Q5) How can you eliminate the hard drive as the source of an application error?
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Chapter 13: Troubleshooting Windows Startup
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Q1) to restart a PC without turning off the power
A) Windows Recovery Environment (RE)
B) Last Known Good Configuration
C) POST (power-on self test)
D) EFI System Parition (ESP)
E) Boot Configuration Data (BCD) store
F) soft boot
G) diskpart
H) Windows Boot Manager (BootMgr)
I) cold boot
J) fixboot
Q2) What program is used to start the part of the Win32 subsystem that displays graphics?
A) Winlogon.exe
B) Ntoskrnl.exe
C) Smss.exe
D) Lsass.exe
Q3) Describe the difference between a hard boot and a soft boot.
Q4) When would you use the "Enable Low-Resolution Video" option?
Q5) Describe the Windows 8 reset ability.
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Chapter 14: Connecting To and Setting Up a Network
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Q1) designed to make it easier for users to connect their computers to a wireless network when a hard-to-remember SSID and security key are used
A) DHCP server
B) ipconfig
C) Network Address Translation (NAT)
D) Secure Shell (SSH)
E) Lightweight Directory Access Protocol (LDAP)
F) Wi-Fi Protected Setup (WPS)
G) Fully Qualified Domain Name (FQDN)
H) virtual private network
I) workgroup
J) subnet mask
Q2) Describe how a computer with a Private IP address accesses the Internet.
Q3) The current release of SMB is CIFS, also called SMB2.
A)True
B)False
Q4) Describe the User Datagram Protocol.
Q5) Describe the contents and purpose of a subnet mask.
Q6) Discuss how a VPN might be used and how it protects data.
Q7) Describe TCP and how it provides reliability of packet delivery.
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Chapter 15: Supporting Network Hardware
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Q1) What command manages user accounts on the local system in Windows?
A) net user
B) net localuser
C) useradd
D) netsh user
Q2) What consideration should be taken for Ethernet cables that are installed in plenum areas?
Q3) What two terms describe the type of network cable that is used for connecting a computer to a switch or other network device?
A) crossover cable
B) power over Ethernet cable
C) straight-through cable
D) patch cable
Q4) A WLAN covers a large geographical area and is made up of many smaller networks.
A)True
B)False
Q5) What is the nslookup command, and what does it do?
Q6) Compare a straight-through cable with a crossover cable.
Q7) What is fiber optic cabling and what are the two types of fiber-optic cable?
Q8) What is Power over Ethernet and how might you use it?
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Chapter 16: Supporting Mobile Operating Systems
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Q1) All parts of an Android application are published as a package of files wrapped into one file utilizing what file extension?
A) .zip
B) .img
C) .iso
D) .apk
Q2) What is the accelerometer used for in mobile devices?
A) adjusting the screen orientation
B) geotracking
C) synchronizing data
D) locating the nearest cell tower
Q3) Outgoing mail is normally sent using what mail delivery protocol?
A) SMTP
B) IMAP4
C) POP3
D) SSL
Q4) What is tethering?
Q5) Describe Android's Safe Mode.
Q6) How are apps for iOS distributed?
Q7) Describe how Android apps are distributed.
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Chapter 17: Windows Resources on a Network
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Q1) To which group does Windows give access to folders that you create which are not part of your user profile?
A) Power Users
B) Guests
C) Authenticated Users
D) Anonymous Users
Q2) Describe two of the four different ways a Remote Assistance session can be initiated.
Q3) gives a user access to a Windows desktop from anywhere on the Internet
A) administrative shares
B) inherited permissions
C) Backup Operators
D) NTFS permissions
E) Power Users
F) share permissions
G) gpedit.msc
H) Remote Desktop Connection
I) Wake on LAN
J) ActiveX control
Q4) How does Remote Assistance differ from Remote Desktop?
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Chapter 18: Security Strategies
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Q1) when someone who is unauthorized follows the employee through a secured entrance to a room or building
A) adware
B) digital certificate
C) grayware
D) keylogger
E) dictionary attack
F) social engineering
G) tailgating
H) Trojan
I) zombie
J) Worm
Q2) What statement is true regarding the Guest account in Windows 7?
A) it is disabled by default
B) it automatically has a complex password
C) you cannot rename it
D) it has administrative access
Q3) What is a Trojan, and how is it installed?
Q4) What is a rootkit and why is it so difficult to detect?
Q5) Describe file and folder encryption in Windows (not how you encrypt a file).
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Chapter 19: Supporting Printers and Customizing a System
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Q1) Describe the cleaning step of laser printing.
Q2) What part of a printer pushes forward a sheet of paper from the paper tray?
A) transfer belt
B) separation pad
C) pickup roller
D) transfer roller
Q3) data sent to a printer without any formatting or processing
A) Home Theater PC
B) remote printing
C) Inkjet printer
D) Raw data
E) XPS file
F) Extension magnet brush
G) Laser printer
H) Impact printer
I) Bitmap
J) Calibration
Q4) List three requirements for a high-end CAD/CAM workstation.
Q5) Describe the fusing step of laser printing.
Q6) Compare and contrast local versus network printer.
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) LILO is the most commonly installed boot loader by the Linux operating system.
A)True
B)False
Q2) Explain what a thin client is, and detail when it might be used.
Q3) A bootable Linux USB flash drive or CD that can be used to repair system issues is known by what term?
A) live CD
B) repair disk
C) boot CD
D) supplemental OS
Q4) What command below is used to test network connections by sending a request packet to a host?
A) ps
B) ifconfig
C) ping
D) df
Q5) What is the Boot Camp utility?
Q6) What are the three methods of implementing client side virtualization?
Q7) What is the Linux operating system?
Q8) List three methods for keeping a virtual machine secured.
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